The New Org Chart for Customer Engagement


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The Customer Experience will mimic the Employee Experience!

Infographic: Watch A Company’s Management Team Mutate Over 4 Years: Unless you’re self-employed, we’re all cogs in a larger machine. The problem can be, how do you track that machine’s anatomy? How do you know what a “restructuring” really looks like, beyond that your middle manager has a new face?

The post also contains a great still picture that you can print out take to you boss. Special Thanks to @GrahamHill for posting this on Twitter.

For several years now, I have been discussing how the Customer Experience mimics the Employee experience. In these posts, I have highlighted the typical organization chart and how we must change to more of a Venn diagram type of structure to meet the ever-changing world. The best model that I have found to do this is the Lean model of Leader Standard Work explained in David Mann’s book, Creating a Lean Culture: Tools to Sustain Lean Conversions, Second Edition, Second Edition.

I also think of the conversation I had with Joseph Michelli on Zappos company culture. Joseph’s latest book, The Zappos Experience: 5 Principles to Inspire, Engage, and WOW discusses the relationship of employee and customer experience as demonstrated in my blog post, Is Zappos the Next Toyota?. Lean Sales and Marketing is first and foremost about the Customer Experience.

But more than any of them, my thoughts drift to Dave Gray’s Connected Company Interview and the blog post, The Ultimate Demand Creator: Lean Engagement Teams. As we interface with most organizations now we interface through committee and teams. If we do not change the structure, A New Approach to Lean – Robert Fritz, we will not be able to meet the demands our customers require. Our processes are built as a result of the internal structures of our organization. It is how we get things done. But if our customers are changing, do we need to?

The Customer Experience will mimic the Employee Experience!


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